Chapter 2: Customer Service

Question 1

C-Commerce

Answer 1

the intersection of messaging apps and shopping. Interacting with businesses through messaging and chat apps like Facebook Messenger, WhatsApp, and WeChat

Question 2

Compensation

Answer 2

something, typically money, awarded to someone in recognition of loss, suffering, or injury.

Question 3

Pass the buck

Answer 3

avoid responsibility

Question 4

Get to the bottom of the problem

Answer 4

find the real cause of something

Question 5

The last straw

Answer 5

the last in a series of irritating events

Question 6

Slip my mind

Answer 6

forget to do something

Question 7

Ripped off

Answer 7

paid far too much for something

Question 8

Talk at cross purposes

Answer 8

misunderstand what someone else is referring to

Question 9

Go the extra mile

Answer 9

try harder in order to achieve something

Question 10

Refund

Answer 10

pay back (money), typically to a customer who is not satisfied with goods or services bought.

Question 11

Bread-and-butter

Answer 11

a person’s livelihood or main source of income

Question 12

Pre-empt

Answer 12

take action in order to prevent (an anticipated event) happening; forestall.

Question 13

Collate

Answer 13

collect & combine (texts, information, or data)

Question 14

Clunky

Answer 14

solid, heavy, and old-fashioned.